Sr. Services Delivery Engineer - Networking & Security (Field)
Ingram Micro, Inc., Buffalo, NY, United States
Overview
A Senior Service Delivery Engineer is responsible for managing the efficient and effective delivery of networking and cybersecurity services to clients. This role combines deep technical expertise with a strong customer focus, acting as a trusted point of contact to understand client needs, troubleshoot complex issues, and maintain strong client relationships. The Senior Service Delivery Engineer ensures services are delivered on time, within budget, and in compliance with security and regulatory standards.
Success in this role involves managing complex technical challenges, leading service delivery initiatives and projects, contributing to service strategy development, and taking on leadership responsibilities within the team while continuously improving processes and service quality.
Primary Focus
The primary emphasis of this role is delivering high-quality networking and cybersecurity services that meet or exceed client expectations. This position focuses on providing advanced technical expertise, addressing client needs and concerns, maintaining strong client relationships, troubleshooting issues across multiple technology layers, and ensuring excellence in quality assurance, documentation, training, and continuous improvement.
Key Responsibilities
Technical Expertise:
Demonstrate in-depth knowledge of networking and cybersecurity solutions and technology stacks to effectively support and advise clients.
Client Relationship Management:
Serve as a primary point of contact for clients, understanding their business and technical requirements, addressing concerns, and maintaining strong, long‑term client relationships.
Troubleshooting and Issue Resolution:
Quickly identify, troubleshoot, and resolve complex network and security issues before and during service delivery, often across multiple layers of the OSI model.
Quality Assurance:
Maintain and enforce quality standards to ensure services are delivered consistently at a high level.
Documentation:
Utilize PSA tools to maintain detailed service records, client communications, and project documentation for transparency, auditing, and historical reference.
Training and Knowledge Sharing:
Provide technical training and mentorship to internal teams and clients, ensuring proper service usage and promoting best practices.
Continuous Improvement:
Analyze service data, trends, and client feedback to identify opportunities for service optimization and process improvement.
Compliance and Security:
Ensure all service delivery processes comply with applicable industry regulations, security standards, and organizational policies.
Monitoring and Reporting:
Leverage PSA tools to monitor service performance and deliver detailed KPI and service performance reports to stakeholders.
Professional Certification & Training:
Maintain required professional certifications and pursue ongoing training to stay current with evolving technologies and expand service capabilities.
Experience
Client Interaction Experience:
Direct experience engaging with clients, understanding technical and business needs, and maintaining positive professional relationships.
Technical Support Experience:
Hands‑on experience providing advanced technical support, troubleshooting, and issue resolution in a professional services or managed services environment.
Service Delivery Experience:
Experience with service delivery processes, project execution, and ensuring services are delivered effectively and efficiently.
Quality Assurance Experience:
Practical experience with quality assurance, process improvement, monitoring, and adherence to service standards.
Team Collaboration Experience:
Proven ability to collaborate with cross‑functional internal teams and external partners to meet service delivery objectives.
Knowledge
Core Networking Knowledge:
Deep understanding of fundamental networking concepts and protocols, including:
TCP and UDP
OSI model and layered troubleshooting
Dynamic routing protocols
SSL and IPsec VPN technologies
Network Troubleshooting:
Proven ability to troubleshoot network and connectivity issues across multiple layers of the OSI model.
Security and Firewall Technologies:
Strong understanding of firewall architectures, network security concepts, and secure network design principles.
Palo Alto Networks Technologies (Highly Desirable):
Experience with Palo Alto NGFW, VM‑Series, Panorama, and Prisma Access is highly desirable and strongly preferred.
Technical Stack Knowledge:
Solid understanding of the networking and cybersecurity products, services, and solutions supported by the organization.
Industry Knowledge:
Familiarity with leading security and networking vendors and ecosystems (e.g., Palo Alto Networks, Fortinet) to better assess client requirements and challenges.
Compliance and Security Standards:
Knowledge of relevant regulatory, compliance, and information security standards applicable to client environments.
Client & Service Quality Best Practices:
Understanding of client expectations, industry trends, and best practices for service quality and continuous improvement.
Skills
Communication Skills:
Strong verbal and written communication skills for effective interaction with clients and internal teams.
Problem‑Solving Skills:
Ability to analyze and resolve complex technical and service delivery challenges.
Client Relationship Management:
Strong interpersonal skills with an emphasis on active listening, empathy, and trust‑building.
Documentation Skills:
Accurate and thorough documentation of projects, incidents, and service activities.
Quality Assurance Skills:
Ability to implement, monitor, and improve service quality standards and processes.
Requirements
General proficiency with the tools, systems, and procedures required to perform the role.
Ability to consult with senior or specialist staff on complex technical issues when needed.
Four‑year college degree or equivalent experience in a related field.
Minimum of 3 years of functional experience, including at least 1 year in a role‑specific or advanced technical position.
Preferred Certifications
The following certifications are preferred and considered a strong advantage:
CompTIA Network+ (N+)
CompTIA Security+
Cisco CCNA
Palo Alto Networks Certified Network Security Engineer (PCNSE)
Palo Alto NGFW Engineer (NGFW‑E)
* These timeframes may vary based on a candidate’s demonstrated ability to perform at the required level and deliver consistent, high‑quality results.
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A Senior Service Delivery Engineer is responsible for managing the efficient and effective delivery of networking and cybersecurity services to clients. This role combines deep technical expertise with a strong customer focus, acting as a trusted point of contact to understand client needs, troubleshoot complex issues, and maintain strong client relationships. The Senior Service Delivery Engineer ensures services are delivered on time, within budget, and in compliance with security and regulatory standards.
Success in this role involves managing complex technical challenges, leading service delivery initiatives and projects, contributing to service strategy development, and taking on leadership responsibilities within the team while continuously improving processes and service quality.
Primary Focus
The primary emphasis of this role is delivering high-quality networking and cybersecurity services that meet or exceed client expectations. This position focuses on providing advanced technical expertise, addressing client needs and concerns, maintaining strong client relationships, troubleshooting issues across multiple technology layers, and ensuring excellence in quality assurance, documentation, training, and continuous improvement.
Key Responsibilities
Technical Expertise:
Demonstrate in-depth knowledge of networking and cybersecurity solutions and technology stacks to effectively support and advise clients.
Client Relationship Management:
Serve as a primary point of contact for clients, understanding their business and technical requirements, addressing concerns, and maintaining strong, long‑term client relationships.
Troubleshooting and Issue Resolution:
Quickly identify, troubleshoot, and resolve complex network and security issues before and during service delivery, often across multiple layers of the OSI model.
Quality Assurance:
Maintain and enforce quality standards to ensure services are delivered consistently at a high level.
Documentation:
Utilize PSA tools to maintain detailed service records, client communications, and project documentation for transparency, auditing, and historical reference.
Training and Knowledge Sharing:
Provide technical training and mentorship to internal teams and clients, ensuring proper service usage and promoting best practices.
Continuous Improvement:
Analyze service data, trends, and client feedback to identify opportunities for service optimization and process improvement.
Compliance and Security:
Ensure all service delivery processes comply with applicable industry regulations, security standards, and organizational policies.
Monitoring and Reporting:
Leverage PSA tools to monitor service performance and deliver detailed KPI and service performance reports to stakeholders.
Professional Certification & Training:
Maintain required professional certifications and pursue ongoing training to stay current with evolving technologies and expand service capabilities.
Experience
Client Interaction Experience:
Direct experience engaging with clients, understanding technical and business needs, and maintaining positive professional relationships.
Technical Support Experience:
Hands‑on experience providing advanced technical support, troubleshooting, and issue resolution in a professional services or managed services environment.
Service Delivery Experience:
Experience with service delivery processes, project execution, and ensuring services are delivered effectively and efficiently.
Quality Assurance Experience:
Practical experience with quality assurance, process improvement, monitoring, and adherence to service standards.
Team Collaboration Experience:
Proven ability to collaborate with cross‑functional internal teams and external partners to meet service delivery objectives.
Knowledge
Core Networking Knowledge:
Deep understanding of fundamental networking concepts and protocols, including:
TCP and UDP
OSI model and layered troubleshooting
Dynamic routing protocols
SSL and IPsec VPN technologies
Network Troubleshooting:
Proven ability to troubleshoot network and connectivity issues across multiple layers of the OSI model.
Security and Firewall Technologies:
Strong understanding of firewall architectures, network security concepts, and secure network design principles.
Palo Alto Networks Technologies (Highly Desirable):
Experience with Palo Alto NGFW, VM‑Series, Panorama, and Prisma Access is highly desirable and strongly preferred.
Technical Stack Knowledge:
Solid understanding of the networking and cybersecurity products, services, and solutions supported by the organization.
Industry Knowledge:
Familiarity with leading security and networking vendors and ecosystems (e.g., Palo Alto Networks, Fortinet) to better assess client requirements and challenges.
Compliance and Security Standards:
Knowledge of relevant regulatory, compliance, and information security standards applicable to client environments.
Client & Service Quality Best Practices:
Understanding of client expectations, industry trends, and best practices for service quality and continuous improvement.
Skills
Communication Skills:
Strong verbal and written communication skills for effective interaction with clients and internal teams.
Problem‑Solving Skills:
Ability to analyze and resolve complex technical and service delivery challenges.
Client Relationship Management:
Strong interpersonal skills with an emphasis on active listening, empathy, and trust‑building.
Documentation Skills:
Accurate and thorough documentation of projects, incidents, and service activities.
Quality Assurance Skills:
Ability to implement, monitor, and improve service quality standards and processes.
Requirements
General proficiency with the tools, systems, and procedures required to perform the role.
Ability to consult with senior or specialist staff on complex technical issues when needed.
Four‑year college degree or equivalent experience in a related field.
Minimum of 3 years of functional experience, including at least 1 year in a role‑specific or advanced technical position.
Preferred Certifications
The following certifications are preferred and considered a strong advantage:
CompTIA Network+ (N+)
CompTIA Security+
Cisco CCNA
Palo Alto Networks Certified Network Security Engineer (PCNSE)
Palo Alto NGFW Engineer (NGFW‑E)
* These timeframes may vary based on a candidate’s demonstrated ability to perform at the required level and deliver consistent, high‑quality results.
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